220-1102 Operational Procedures Practice Question
A help desk technician has successfully resolved a user's issue with a slow computer. According to IT best practices, which information should the technician include in the ticket documentation?
⚠ Common exam trap
Many candidates confuse 'closing the ticket' with 'documenting the resolution,' assuming that changing the status to 'Resolved' is sufficient, but CompTIA emphasizes that the resolution steps themselves are the core of proper documentation.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
C
IT best practices for ticket documentation require the technician to record the specific steps taken to resolve the issue, including any commands run, settings changed, or hardware replaced. This ensures a complete audit trail, enables knowledge base reuse, and supports troubleshooting if the problem recurs. Without this detail, the ticket lacks the actionable information needed for future reference or compliance.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A
Why it's wrong here
A: While noting the resolution steps is useful, this approach omits critical performance metrics such as time spent, user satisfaction, and whether the fix prevented recurrence. Without these data points, the ticket cannot support trend analysis, root-cause identification, or ITIL/ITSM continuous improvement efforts, making the documentation significantly less valuable for forensic or strategic review.
- ✗
B
Why it's wrong here
B: Recording a user's password or credentials in a ticket is a severe security violation, as it creates a plaintext credential repository that could be exploited. This practice breaches the principle of least privilege and commonly violates regulatory compliance requirements such as GDPR or HIPAA. Legitimate password management must rely on vetted vault tools with multi-factor authentication, never on incident documentation.
- ✓
C
Why this is correct
C: Correct. Comprehensive documentation should capture the reported symptoms, the underlying root cause, exact resolution steps, the total time invested, and the verified outcome. This complete record supports auditing, enables future technicians to reuse a proven fix, reduces mean time to resolution (MTTR), and helps identify recurring trends in hardware or software performance issues.
- ✗
D
Why it's wrong here
D: Browsing history is entirely unrelated to diagnosing a slow computer and collecting it would expose sensitive personal data without a legitimate need. Such an action violates the need-to-know principle and may breach data protection regulations like GDPR. If browser behavior is suspected, targeted diagnostic tools (e.g., extension audits or malware scans) should be used instead of reviewing raw history.
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Key term
General Data Protection Regulation
A European Union law that gives individuals control over their personal data and sets strict rules for how organizations collect, store, and process that data.
Key term
Audit trail
An audit trail is a chronological record of events, changes, or activities in a system that provides evidence of who did what, when, and from where.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This 220-1102 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the 220-1102 exam.